Job Description :
Primary responsibility

Receive information from overseas (e.g. release information, notification of downtime for system maintenance
Decide on the information to be distributed to the IT service staff and organize the distribution process.
Responsible for the establishment, coordination, measurement and quality of the highly customized remedy system, and the customer processes. This includes the Remedy modules available within the relevant release.
Manage the rollout process
Attend briefings and information events, e.g. regular customer meetings.
Submit administration requests in the Remedy system (e.g. setting up new users
Submit change requests in the Remedy system (e.g. a request for the development of a new functionality
Consult with Service Managers of other customer organizations on IT service processes relevant to multiple clients and to define the visibility of their customer organizations within the client.
Ongoing monitoring and control.
User training
Regular reporting from the data warehouse (Over 100 regularly scheduled reports)
Configure Directory Tress available to Users (defining selection from overall tree)
Administering SLA''s
Administering OLA''s at Service Group Level
Administering Approval and Acceptance Processes
Configuring Selection List Values
Business Time Calendars
Email Templates
Customer Feedback
Predefined Ticket Searches
Standard Tickets
Standard Processes
             

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